MS TEAMS Topics

Dhanush Rao K
Tera Contributor

‎07-12-2024 03:54 AM

DhanushRaoK_0-1720780425986.png

We are currently working on MS Teams using virtual agent topics.In the above sent image we have to modify "View Ticket details" option.

Whenever we are getting the response its updating in the additional comments and redirecting to the sp portal.Just wanted to know from where  these actions are trigerring.

Is there any OOB topics to refer into it.
Can anyone confirm where exactly these configurations are made to do the modifications.

0 Helpfuls
  • 231 Views
1 REPLY 1

Kevin156
Tera Contributor

Wednesday

Hi, 
this is triggered by Busines Rules independant of VA.
If you look on the incident, sc_req_item and change_request you will find some starting with "MS Teams:"
They are  in scope :
-Microsoft Integrations - Core
-IT Service Management for Microsoft 365

These Business Rules use a script include MSTeamsNotificationBuilder which contains the logic and layout of these replies. There should be a sys_property which lets you set the default portal.






0 Helpfuls